If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked.
Big Voice Blog
Quick bites of all things speech and text analytics for your enterprise
No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
As much as they would like to, call centers cannot afford to manually score 100% of their recorded calls by human monitoring.